Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale

Jee-Won Kang and Young Namkung
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Jee-Won Kang: College of Hotel & Tourism Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea
Young Namkung: College of Hotel & Tourism Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea

Sustainability, 2022, vol. 14, issue 10, 1-19

Abstract: This research conducted three studies to develop a scale for measuring the service quality of fresh food delivery platforms. In Study 1, the scale development stage, a total of 55 items were generated via literature reviews, text mining, and expert interviews. In Study 2, the preliminary assessment stage, the first consumer survey ( n = 550) was conducted to purify and refine the items derived from Study 1 using exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Lastly, in Study 3, the second consumer survey ( n = 570) was carried out to validate the scale using CFA. Ultimately, Food PlatQual scale, consisting of 25 items with seven dimensions: “information quality”, “price”, “product assortment”, “problem resolution”, “delivery quality”, “ease of use”, and “trendiness”. The current study is expected to offer a theoretical basis for future research as well as offer useful managerial implications for sustainable fresh food delivery platform services.

Keywords: fresh food delivery platform; service quality; scale development; scale validation (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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